Disability Case Manager
3 months ago
TELUS Health is empowering every person to live their healthiest life. Guided by our vision, we are leveraging the power of our leading edge technology and focusing on the uniqueness of each individual to create the future of health. As a global-leading health and well-being provider - encompassing physical, mental and financial health - TELUS Health is improving health outcomes for consumers, patients, healthcare professionals, employers and employees.
Our Disability Case Managers are responsible for assisting employees on behalf of their employer when the employee is off work, or at risk of being off work for health reasons. They assess current restrictions and limitations related to symptoms as well as collect details on treatment plan and any possible barriers impacting the absence.
**Responsibilities**:
- Conduct case assessments, which includes contacting the employee and their direct manager by telephone to explain the disability management process and gather information for assessment purposes.
- Develop and document an understanding of the situation and the factors supporting as well as inhibiting a successful return to work for the employee.
- Determine if and what medical information is required for the assessment of a claim.
- Perform the analysis, investigation and assessment of non-complex disability claims and determine appropriate action and eligibility for benefits.
- Effectively and confidently communicate claim decisions in writing and by telephone to all stakeholders, while considering how certain outcomes may affect all parties involved.
- Develop, document, and execute comprehensive case management plans unique to each case file.
- For non-complex files, determine an appropriate return-to-work (RTW) goal with the employee and the employer, provide active support for the RTW planning process between the employee and their supervisor and intervene when necessary.
- If applicable, work with Senior Disability Case Manager to properly transfer complex case for ongoing case management.
- Continue to follow up with all stakeholders throughout the claim until a successful return-to-work (RTW).
- Communicate proactively with the employer’s Human Resources representative regarding any case management issues that may impact the workplace and RTW planning.
- Follow-up with appropriate stakeholders to ensure claims decisions are up to date to avoid any lapses in benefits.
- Prioritize and maintain workload and tasks to meet service level agreements, objectives, and department standards.
- Accountable and responsible for assigned case load in managing required tasks and relationships with stakeholders.
- Assist team members during times of vacation or absence, as required.
- Attend Case Management and Disability Management department team meetings.
- Other projects and tasks as assigned.
**Requirements**:
- College certificate/diploma in Occupational Health, Rehabilitation, Legislation related to disability management, disability insurance, counseling, or nursing.
- One to two years of experience in Customer Service, Counseling, or Disability Insurance.
- Strong communication skills with exceptional customer service focus.
- Exemplary interpersonal skills and ability to approach difficult situations with empathy and sensitivity.
- Detail-oriented focus with ability to work independently in fast paced environment.
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LifeAtTELUS
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A bit about us
We’re a people-focused, customer-first, purpose-driven team who works together every day to innovate and do good. We improve lives through our technology solutions and foster a culture of innovation that empowers team members to solve complex problems and create remarkable human outcomes in a digital world.
TELUS is proud to foster an inclusive culture that embraces diversity. We are committed to fair employment practices and all qualified applicants will receive consideration for employment. We offer accommodation for applicants with disabilities, as required, during the recruitment process.
The health and safety of our team, customers and communities is paramount to TELUS. Accordingly, we require anyone joining our TELUS Health Care Centres to be fully vaccinated for COVID-19.
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